RocketPlay Casino - Player's account permanently blocked after document verification.

I earned 0.15 ETH from the casino's no deposit bonus. I had to make a deposit to be able to withdraw the money. I thought I could deposit 0.0096 ETH as it was stated in the deposit step that I had to deposit a minimum of 0.008 ETH for the bonus. Since the minimum deposit amount is 0.01 ETH, the money I deposited was not credited to my account. I contacted customer service and was told it would be resolved within 72 hours. In order not to wait, I deposited another 0.011 ETH and sent the requested documents. I got an email confirming my account. I submitted a withdrawal request. Although they said a maximum of 12 hours, my withdrawal did not take 48 hours. Then they asked me to take a selfie in front of the house by sending an e-mail, and I sent it. Then when I tried to login to my account, I got an account deactivation warning. "Yes. Unfortunately, your documents were suspected as not legitimate and therefore, your account was permanently blocked. I am sorry to say that but it cannot be unblocked." I got the answer. who has never been credited to my account I asked for the return of 0,0093 ETH and they did not give it.

 I see the casino first verifying my account and then doing it this way to avoid paying the money. As they do not give my no deposit earnings, they do not even refund my money, which has not even been transferred to my account, which I have never bet on.

Hello seyiteser,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with RocketPlay Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? Did the casino specify what exactly was wrong with the documents you provided? Since when are you waiting for the refund of your deposit?

Looking forward to your answer.

Regards,

Nick

The verification process started on 26.07.2023. I uploaded a screenshot of the passport photo, address document and the money I deposited. On 27.07.2023, I received an e-mail that my account was verified. I requested a withdrawal one day, then I received an email with the request "- a selfie in front of the house, so that its number and your residence address could be viewable".

I sent the requested selfie on 01.08.2023. 1 hour later, when I tried to log in to my account, I got a warning that your account was deactivated. I connected to the live chat and asked.

"Yes. unfortunately, your documents were suspected as not legitimate and therefore, your account was permanently blocked. I am sorry to say that but it cannot be unblocked."

I got your answer. I got an email today

"Your photo will be uploaded from our side Thank you for your cooperation and understanding. Your account will be verified soon!"

So I reconnected to the live chat and asked what that meant.

"Thank you for holding. Seyit! you got a confirmation that the document was passed to security tear since you had difficulties uploading it in your personal profile, though after the securmy team checked on it and made a final decision the outcome, unfortunately, remains the same and decision won't be reviewed. "

I asked if this decision was made before checking the selfie I posted.

"According to the notes left by security team they reviewed the document and advised the decision regarding your account remains the same so they took it based on the documents you uploaded previously, though they still considered the another document you sent and confirmed on their decision."

I got this response. I was just told that it was suspected that the documents were not legitimate. The deposit I had made on 25/07/2023 the money would probably have been credited to my casino account. I requested a refund when my account was closed and they said they would not refund it.

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Hi all,

This player is currently blocked on suspicion of committing fraud.

RocketPlay casino has zero tolerance for advantage play. Any player who tries to gain advantage of the casino welcome offers or other promotions, agrees that the Company reserves the right to void bonuses and any winnings from such bonuses for the following reasons:

• use of stolen cards;
• chargebacks;
• creating more than one account in order to take advantage of casino promotions;
• providing incorrect registration data;
• providing forged documents;
• any other actions that may damage the Casino

This decision is final.

Respectfully,

RocketPlay Casino.

Dear RockePlay Casino,

Would it be possible to specify what exactly did the player breach and provide some kind of evidence? If the information is confidential for the public, please forward it to nikolas.b@casino.guru.

Hello Nick,

The email has been sent to you.

Thank you RocketPlay Casino for the forwarded information. I've forwarded you another e-mail so please let us know as soon as you make a decision regarding my request.

Hello everyone,

We have requested additional information from the player for the verification process. Our support team sent an email with the details.

We have also sent the information regarding this request to Nick.

Dear seyiteser,

Please follow the casino's instruction in order to proceed with the verification and let us know once you provided the requested documents to them.

Dear seyiteser,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello,

The casino contacted me and asked for the necessary documents. I will send the necessary documents.

Thank you

Hello seyiteser,

Please let us know if there will be any update regarding your verification.

Dear seyiteser,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.